Director, Strategy – Change Enablement, CXAI

This is a fully remote position, open to applicants in North Carolina, +3 more states.

📋 Description

• Narrate the journey of transformation: You will create engaging narratives, including newsletters, microsites, executive briefings, and business cases, that bring our CXAI vision to life in a compelling way. You distill complexity, convert data into actionable insights, and instill a sense of urgency about our future direction.

• Drive quantifiable results: You are adept in the key metrics that matter: CSAT, first contact resolution, cost to serve, revenue per contact. You link every technological investment to shifts in these figures and develop ROI frameworks that ensure buy-in from stakeholders at the highest levels.

• Oversee the transformation roadmap: You will take ownership of the CXAI transformation roadmap from start to finish, encompassing critical paths, deployment sequencing, adoption milestones, and establishing the scorecards and prioritization tools that keep a global organization aligned and accountable.

• Scale capability: You will design leadership initiatives, offsite events, and team experiences that transform culture and foster AI-first capabilities throughout the organization. You will manage headcount planning, performance scorecarding, and direct budget responsibilities for the CX AI business unit, making investment choices in collaboration with senior leadership and ensuring accountability for the impact of resource allocation.

• Lead through action: You not only plan for AI transformation but also exemplify it. You create templates and program practices that utilize our own CXAI tools, demonstrating internally what an AI-driven organization truly looks like.

⛳️ Requirements

• Over 7 years of experience leading large-scale transformation or change management initiatives, preferably in technology, BPO, or customer experience.

• Profound understanding of CX performance metrics (CSAT, NPS, cost-to-serve, churn, retention), with the ability to connect technological investments to tangible changes in these metrics.

• Strong financial expertise. You develop business cases that motivate stakeholders to take action.

• Outstanding storytelling and communication abilities.

• A data-driven approach that translates complex insights into clear and convincing narratives.

• Excellent program management skills, allowing you to navigate competing priorities with urgency and poise.

• Experience in strategy, management consulting, or a senior role in transformation leadership.

• Bachelor's degree in Business, Economics, or a related field.

• An MBA is highly preferred.

🏝️ Benefits

• Equity offerings.

• Bonus incentives.

• 25% Annual Bonus, subject to the terms and conditions of the annual plan design.